Drivers of customer satisfaction with public transport services |
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| Institution: | 1. Statistical Consulting Centre, Department of Mathematics and Statistics, University of Melbourne, 3010, Australia;2. Econometric Institute, Erasmus School of Economics, Erasmus University Rotterdam, P.O. Box 1738, 3000 DR Rotterdam, Netherlands;1. TRYSE Research Group, Department of Civil Engineering. University of Granada, ETSI Caminos, Canales y Puertos, c/ Severo Ochoa, s/n. 18071 Granada, Spain;2. Ecole Polytechnique d''Architecture et d''Urbanisme (EPAU) d''Alger, Laboratoire Ville, Urbanisme et Devéloppement Durable, BP 177, 16200 Alger, Algeria;1. School of Civil Engineering and Architecture, Zhejiang Sci-Tech University, Hangzhou 310018, China;2. Antai College of Economics and Management, Shanghai Jiao Tong University, Shanghai 200052, China;3. Scientific Research Academy, Shanghai Maritime University, Shanghai 201306, China;1. Centre for Transport Studies, Department of Transport Science, Royal Institute of Technology (KTH), Stockholm, Sweden;2. Department of Transport and Planning, Delft University of Technology, The Netherlands |
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| Abstract: | This paper aims to improve the understanding of the drivers of customer satisfaction with public transport (PT). The methodology provides a relevant contribution to the previous studies since it highlights the complex interaction between the level and composition of satisfaction, negative social safety experiences (NSSEs), urban settings, and the PT mode used.Overall, PT users see the service attributes on-time performance, travel speed, and service frequency as the most important, followed by personnel/driver behaviour and vehicle tidiness. A generic policy aimed at achieving these attributes may yield favourable results with respect to satisfaction.Further, we demonstrate the influence of differences in customer characteristics on satisfaction. A policy aimed at increasing the service frequency and putting new vehicles into operation will probably lead specifically to more satisfied older people (>65), passengers travelling by regional train, and people living in dense urban areas.These findings may be of help to PTAs intending to exert an influence on the actions of PT operators, for instance by using them as a measuring rod in incentive contracts. |
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| Keywords: | Public transport Satisfaction Weights of service attributes User segments |
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